Social Listening & Monitoring Manager

Athena Global Advisors•Philadelphia, PA

33d•Hybrid

About The Position

Athena is looking for a Social Listening & Monitoring Manager to join the Optimization & Reporting Team. The Manager is responsible for the success of a Fortune 50 brand’s 24x7 social media listening and crisis alerting execution, as well as supporting the client with social trend analysis management. This role leads the Corporate Communications real-time monitoring program, driving real-time understanding and situational awareness of the issues impacting the client’s business and brand on a day-to-day basis. The Manager is accountable for organizing key topics and priorities, managing resourcing and schedules, overseeing quality, and ensuring consistent delivery across a complex, fast-moving environment. The Manager serves as a primary point of contact for senior client stakeholders, exercises independent judgment in escalations and issue resolution, and takes ownership for workstream outcomes—including evenings, weekends, and periodic on-call escalation coverage. This role is ideal for a highly organized, strategic operator who thrives in high visibility environments and understands the impact of social and digital media on large organizations.

Requirements

4+ years of experience in marketing, communications, or PR, with strong project and program management expertise and an interest in data and analytics.
Proven ability to lead complex, high-visibility programs with multiple stakeholders and moving parts.
Hands-on experience with social listening platforms such as Sprinklr, Brandwatch, Salesforce, Crimson Hexagon, NetBase, or Hootsuite.
Experience managing social listening programs for a major brand (agency or corporate).
Strong strategic understanding of social listening and digital analytics capabilities.
Demonstrated ability to translate complex datasets into compelling insights and narratives.
Ability to think strategically and independently, making confident escalation and prioritization decisions without direct oversight.
Exceptional problem-solving, written, and verbal communication skills.
Experience developing executive-level presentations and operating within large corporate environments.

Nice To Haves

Experience in the telecommunications or entertainment industry, preferably within a large-scale corporate environment.

Responsibilities

Lead day-to-day execution of the real-time monitoring program, ensuring consistent, high-quality 24/7 social listening and alerting coverage
Manage the overall day-to-day client relationship with the client, serving as a trusted escalation point and strategic partner
Serve as the primary operational owner for workflows, including monitoring priorities, alert thresholds, escalation protocols, and issue-level coordination
Act as a senior escalation partner during high-priority or emerging issues, exercising independent judgement to assess severity, triage response, and support timely escalation to leadership and client stakeholders when required
Coordinate real‑time incident response across internal and international analysts and cross‑functional teams, ensuring rapid communication, situational awareness, and continuity during evenings, weekends, and major moments
Partner closely with program leadership (Client and Athena leadership) to maintain alignment on expectations, response standards, and evolving business risks.
Own advanced scheduling and long-range planning, including escalation calendars and coverage plans, ensuring always-on readiness and smooth handoffs across shifts
Proactively communicate availability, coverage plans, and escalation schedules to clients and internal stakeholders
Opportunity to provide direct people management, coaching, and performance guidance for team members
Own escalation governance, including documentation of escalation criteria, playbooks, severity definitions, and client‑approved response frameworks.
Serve as day‑to‑day owner of listening infrastructure for clients, including alert rules, topic configuration, automation monitoring, and issue troubleshooting
Continuously optimize monitoring frameworks to improve signal detection, reduce noise, and align alerts to evolving business and reputational risks
Oversee request intake for new alerts, topics, or dashboards related specifically to real‑time monitoring needs, prioritizing based on risk and business value
Maintain and moderate Teams channels to ensure clear, efficient communication of alerts, updates, and real‑time guidance
Provide secondary quality assurance on major and executive-facing reports, ensuring analytical rigor, accuracy, and clear storytelling
Translate complex social listening data into actionable, non-technical insights for cross-functional and executive audiences
Ensure alerts and real‑time insights are accurately reflected in executive and post‑incident materials
Partner with reporting leads to contextualize findings within broader social and digital narratives when required